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Therefore, agents need to have a higher level of skill when dealing with customers over the phone, especially when it relates to sensitive information such as outgoings and earnings, for example. Many are struggling to operate with reduced staff and closed branches, security issues, and customer service concerns, while also meeting Anti-Money Laundering (AML) and Know Your Customer (KYC) requirements.With the SCA deadline approaching, the banking industry will be looking to implement technology to comply. However, the European Banking Authority (EBA) this summer noted a significant lack of preparedness for the regulation among the payments industry and retailers, which is likely to have a significant impact on consumers.New levels of customer self-service continue to be unlocked by innovations in digital services and solutions. Once the reference fingerprint is recorded, it never leaves the card so data cannot be hacked. With this banks can implement two-factor authentication so that each of these layers require separate authentication. SCA. Agents can now seamlessly access detailed information or process and compliance requirements. In turn reducing hiring costs.Contact centres have been put under tremendous strain due to a reduced number of agents, and with many now working from home, it’s necessary for organisations to try and drive down phone transactions and encourage faster first-time resolution of the issues to reflect business’ reduced headcounts. It needs to be:3 WAYS TO MAINTAIN YOUR POSITIVE COMPANY CULTURE WHEN YOUR STAFF ARE WORKING REMOTELYThere are three ways in which you can reduce attrition levels within your organisation by creating better skilled and more valuable agents internally that will, in turn, improve the external customer experience:As a business, be sure to revisit your agent’s career enhancement opportunities. Here on acronym.io, we define the meanings of all kinds of acronyms, abbreviations and initialisms, including those relating to U.S. government such as SCA. Note: We have 250 other definitions for SCA in our Acronym Attic. Investing in this new tech can help you drive down calls and reduce costs. This uses risk-based analysis to provide a combined score based on particular parameters, including: the locations of the payer and payee, plus any abnormal spending or behaviour from the payer.One way to mitigate this is by having a layered network which is load balanced for resilience. While they may have initially employed people for traditional roles, as the market has changed and we’ve evolved to an omni-channel digital model, we must remember to adapt recruitment processes. For example, knowledge portals can give an agent guidance on how to change a customer address, policy type, or even how to onboard. Advanced technologies and capabilities such as natural language processing (NLP), machine learning (ML), optical character recognition (OCR), and Identification and Verification (ID&V) technology enable financial institutions to collect client data by extracting the required information and text from scanned documents, which can then be cross-referenced against other data sources internally and externally.TIME TO TAKE A SECURITY-FIRST APPROACH TO APIS IN INSURTECHHOW ARE DATA CENTRES DIFFERENTIATING FINANCIAL SERVICES FIRMS?FOUR MEDIA EVENTS THAT ROCKED THE FINANCIAL MARKETSREDUCING AGENT CHURN IS CENTRAL TO IMPROVING THE CUSTOMER CARE OF FINANCIAL SERVICES FIRMSINTERNATIONAL EXPANSION: FINDING YOUR FEET IN A NEW REGIONHOW PREVENTING AND MITIGATING FRAUD CAN IMPACT YOUR CUSTOMER RELATIONSBy Philipp Pointner, Chief Product Officer of Jumio They say it takes 60 days to make or break a...A PROPTECH FOUNDER’S BEGINNING, THE START OF KLEVIO AND HOW ACCESS-TECH IMPROVES FACILITIES MANAGEMENTThe pandemic is highlighting the need for financial institutions to accelerate their digital transformation strategies or risk being outpaced by digital-first competitors. Biometric fingerprint payment cards offer an opportunity for banks, retailers and merchants to embrace payment innovation that will help them meet these new secure forms of authentication with confidence and ease.HANDLING DIGITAL TRANSFORMATION AMID GLOBAL UNCERTAINTYDáire Ferguson, CEO, AvaTrade The last few years have provided us with a series of unpredictable political and social...OPPORTUNITIES IN FINTECH: LEVERAGING CROSS-BORDER PAYMENT SYSTEMSCYBER IN THE FINANCE INDUSTRY: HOW CAN IT DO BETTER?The suggested industry solution is to use a one-time passcode (a possession factor) plus another factor (with knowledge, such as PINs only as fallback).
Therefore, agents need to have a higher level of skill when dealing with customers over the phone, especially when it relates to sensitive information such as outgoings and earnings, for example. Many are struggling to operate with reduced staff and closed branches, security issues, and customer service concerns, while also meeting Anti-Money Laundering (AML) and Know Your Customer (KYC) requirements.With the SCA deadline approaching, the banking industry will be looking to implement technology to comply. However, the European Banking Authority (EBA) this summer noted a significant lack of preparedness for the regulation among the payments industry and retailers, which is likely to have a significant impact on consumers.New levels of customer self-service continue to be unlocked by innovations in digital services and solutions. Once the reference fingerprint is recorded, it never leaves the card so data cannot be hacked. With this banks can implement two-factor authentication so that each of these layers require separate authentication. SCA. Agents can now seamlessly access detailed information or process and compliance requirements. In turn reducing hiring costs.Contact centres have been put under tremendous strain due to a reduced number of agents, and with many now working from home, it’s necessary for organisations to try and drive down phone transactions and encourage faster first-time resolution of the issues to reflect business’ reduced headcounts. It needs to be:3 WAYS TO MAINTAIN YOUR POSITIVE COMPANY CULTURE WHEN YOUR STAFF ARE WORKING REMOTELYThere are three ways in which you can reduce attrition levels within your organisation by creating better skilled and more valuable agents internally that will, in turn, improve the external customer experience:As a business, be sure to revisit your agent’s career enhancement opportunities. Here on acronym.io, we define the meanings of all kinds of acronyms, abbreviations and initialisms, including those relating to U.S. government such as SCA. Note: We have 250 other definitions for SCA in our Acronym Attic. Investing in this new tech can help you drive down calls and reduce costs. This uses risk-based analysis to provide a combined score based on particular parameters, including: the locations of the payer and payee, plus any abnormal spending or behaviour from the payer.One way to mitigate this is by having a layered network which is load balanced for resilience. While they may have initially employed people for traditional roles, as the market has changed and we’ve evolved to an omni-channel digital model, we must remember to adapt recruitment processes. For example, knowledge portals can give an agent guidance on how to change a customer address, policy type, or even how to onboard. Advanced technologies and capabilities such as natural language processing (NLP), machine learning (ML), optical character recognition (OCR), and Identification and Verification (ID&V) technology enable financial institutions to collect client data by extracting the required information and text from scanned documents, which can then be cross-referenced against other data sources internally and externally.TIME TO TAKE A SECURITY-FIRST APPROACH TO APIS IN INSURTECHHOW ARE DATA CENTRES DIFFERENTIATING FINANCIAL SERVICES FIRMS?FOUR MEDIA EVENTS THAT ROCKED THE FINANCIAL MARKETSREDUCING AGENT CHURN IS CENTRAL TO IMPROVING THE CUSTOMER CARE OF FINANCIAL SERVICES FIRMSINTERNATIONAL EXPANSION: FINDING YOUR FEET IN A NEW REGIONHOW PREVENTING AND MITIGATING FRAUD CAN IMPACT YOUR CUSTOMER RELATIONSBy Philipp Pointner, Chief Product Officer of Jumio They say it takes 60 days to make or break a...A PROPTECH FOUNDER’S BEGINNING, THE START OF KLEVIO AND HOW ACCESS-TECH IMPROVES FACILITIES MANAGEMENTThe pandemic is highlighting the need for financial institutions to accelerate their digital transformation strategies or risk being outpaced by digital-first competitors. Biometric fingerprint payment cards offer an opportunity for banks, retailers and merchants to embrace payment innovation that will help them meet these new secure forms of authentication with confidence and ease.HANDLING DIGITAL TRANSFORMATION AMID GLOBAL UNCERTAINTYDáire Ferguson, CEO, AvaTrade The last few years have provided us with a series of unpredictable political and social...OPPORTUNITIES IN FINTECH: LEVERAGING CROSS-BORDER PAYMENT SYSTEMSCYBER IN THE FINANCE INDUSTRY: HOW CAN IT DO BETTER?The suggested industry solution is to use a one-time passcode (a possession factor) plus another factor (with knowledge, such as PINs only as fallback).